Symptom / Error
Users receive an "Invalid Credentials" error message when attempting to log in, even when they believe their login information is correct.
Common Causes
Using email address instead of username
Extra spaces from copy/paste operations
Initial password hasn't synchronized properly in the system
Solution
Follow these troubleshooting steps in order:
Verify Username Format
Ensure the user is entering their username, not their email address.The login field requires the specific username assigned to their account.
Manually Type Password
Have the user manually type their password instead of copying and pasting. Copy/paste operations can capture invisible extra spaces that cause authentication failures.Use Password Reset
If the above steps don't work, the initial password may not have synchronized properly. Reset the password using one of these methods:Use the Forgot Password option and follow the instructions sent via email
Admin users can also reset passwords directly from the admin panel
Contact Dazos support for a direct password reset
Expected Result
After following these steps, the user should be able to log in successfully with their username and new password.
When to Contact Support
Contact Dazos support if:
The user continues to receive invalid credentials errors after trying all troubleshooting steps
You need assistance with password resets from the admin panel
Multiple users are experiencing similar login issues
💡 Pro Tip: When requesting support for password resets, include the affected username and email to help our team assist you more quickly.